Visitor Experience Apprentice

Gloucester City Council's Cultural Services Team are looking for a Level 3 Customer Service Apprentice to support the continuous development and delivery of the Gloucester Guildhall and Museum of Gloucester. This hands-on role will work front-line ensuring that the visitors to our venue's have a memorable and positive experience. During your time at the Museum, you will be the face that visitors see when they enter the building and it's your job to provide visitors with a great first impression and all the information they need to have an enjoyable day. You will learn about the Museum and its objects and tell stories to our visitors to bring the Museum Collection to life. You will speak to customers on the phone and respond to email enquiries and will constantly have an eye on the shop, café and all public areas ensuring that visually, everything is at the highest of standards. Whilst working at the Guildhall, you will work alongside the Operations Team to help support the delivery of our exciting and varied events programme. You will assist the team in setting up our spaces ready for events, you will support delivery of the event by ensuring that everything runs smoothly, and you will reset each space ready for the next event - all whilst meeting the needs of the event schedule, and providing a service which leaves our customers with lasting memories of Gloucester Guildhall. You will also help with the delivery of our cinema programme, box office and cafe/bar service - all areas that contribute to the running of Gloucester Guildhall. What we need from you… You must have an enthusiasm for providing customer service to a high standard and you must be happy and confident to engage with people. Our venues can become very busy and therefore working in a team is critical to the successful delivery. There will be times when your colleagues are busy so you will need to work under your own initiative. We welcome a vast range of people through our doors, and you must be willing to assist visitors with varying needs., This Level 3 Customer Service Specialist apprenticeship is delivered in partnership with Gloucestershire College. If successful, you will achieve a BTEC Level 3 Diploma in Customer Service. The apprenticeship lasts for 15 months, and you have an additional 3 months of guaranteed employment whilst you undertake an end-point assessment. 20% of your time will be 'off the desk' undertaking development/learning. Key learning components include:

• Organise & Deliver Customer Service
• Understand the Customer Service Environment
• Resolve Customer's Problems
• Principles of Business
• Understand Customers and Customer Retention
• Manage Personal and Professional Development
What we can do for you… For all your hard work, you will receive the following

It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a 'customer facing role' must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.

Our main office, based in the Eastgate Centre on Eastgate Street in the heart of the city, is an accessible, modern and light space designed for collaborative working and finding new ways to work. It's all open plan, with a living green wall and other plants without set desks, so you can sit next to someone new every day. We're always looking to improve how we work and we offer flexible and agile working to give our people a great work life balance.,
• Flexible working pattern
• Excellent Local Government Pension Scheme (LGPS)
• Generous annual leave entitlement - 25 days annual leave rising to 30 days after 5 years continuous service (FTE)
• An option to purchase 10 days of additional leave per year (pro rata for part-time staff)
• Regular job-specific training, career development and qualification opportunities
• Supportive and positive working environment with regular, robust supervision
• Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone, and an in-house Occupational Health service
• Cycle to Work scheme (Salary Sacrifice -T&C apply)
• Employee discount scheme
• Discounted tickets for local events, and reduced rate use of GL1 facilities
• Access to employee led networks such as Black Worker's, Prism (LGBT+), Carers, Disability and the Young Employees Network, and opportunities to participate in our Equalities Working Group.